Guest Experience Coordinator

SUMMARY:
The Guest Experience Coordinator is responsible for ensuring exceptional, personalised guest journeys from pre-arrival through to departure and post-stay follow-up. This role focuses on anticipating guest needs, managing special requests, and maintaining high service standards to create memorable hospitality experiences.
 
Duties and Responsibilities

• Coordinate and manage the guest journey from reservation confirmation to post-departure follow-up
  - Liaise with reservations, front office, housekeeping, food & beverage, guiding, and operations teams
  - Capture, record, and communicate guest preferences, dietary requirements, and special occasions
  - Prepare pre-arrival guest notes, welcome amenities, and room allocations
  - Meet and greet guests on arrival and assist with orientation where required
  - Ensure guest rooms, amenities, and experiences meet or exceed expectations
  - Handle guest feedback, requests, and complaints professionally and promptly
  - Conduct in-house guest check-ins and satisfaction checks during the stay
  - Coordinate special events such as honeymoons, birthdays, anniversaries, and VIP stays
  - Ensure service recovery is implemented where guest expectations are not met
  - Maintain accurate guest profiles and records in PMS or CRM systems
  - Monitor online reviews and guest feedback platforms where required
  - Assist with guest itineraries, activities, and bespoke experiences
  - Support front of house and duty management during peak periods
  - Ensure brand standards and service philosophy are upheld at all times
  - Compile guest feedback reports and identify service improvement opportunities
  - Perform any reasonable duties as requested by management

POSITION INFO:
Qualifications & Requirements

• Grade 12 / Matric certificate – essential
  - Qualification in Hospitality, Tourism, or Customer Experience – advantageous
  - Minimum 2–3 years’ experience in guest relations, front of house, or hospitality service roles
  - Experience in luxury hospitality, lodges, or hotels – advantageous
  - Strong understanding of guest service excellence and personalization
  - Experience with PMS and CRM systems (e.g. Opera, Semper, NightsBridge)
  - Excellent communication skills (verbal and written)
  - Strong organisational and coordination skills
  - Ability to work shifts, weekends, and public holidays
  - High level of professionalism, empathy, and discretion